Cancellation Policy

1. Booking & Deposit Requirements

All LED wall rental reservations require a 25% non-refundable deposit at the time of booking to hold your date. This deposit is applied toward your total balance.

• Your date is not guaranteed until the deposit is received and your booking is confirmed in writing by ISANEX
• The remaining balance (75%) is due 48 hours before your event date
• Failure to pay the remaining balance by the due date may result in cancellation of your booking without refund of the deposit
• Bookings made within 72 hours of the event date require payment in full at the time of booking

2. Cancellation Schedule — LED Wall Rentals

All cancellations must be submitted in writing via email to bookings@isanex.com. Cancellation timing is measured from the date and time we receive your written cancellation notice to your event start time.

All refunds are calculated on the pre-tax rental amount, excluding delivery fees, content creation fees, and any add-on services which are separately governed below.

3. Cancellation — Print Orders (Banners & Signage)

Print orders (vinyl banners, rigid signs, retractable banners, step & repeat backdrops, table throws, feather flags, adhesive vinyl, and all other print products) are subject to the following cancellation terms:

• Before production begins: Full refund minus a $25 administrative fee. Production begins within 24 hours of order confirmation and artwork approval.
• After production begins but before shipping: 50% refund of the product cost. Setup, design, and material costs are non-refundable.
• After shipping or pickup: No refund. All sales are final once a print product has been shipped or picked up.
• Custom and rush orders: No refund after artwork approval, regardless of production status.

4. Cancellation — Installation Services

For permanent LED wall installations, custom fabrication, and on-site installation services:

• Before any materials are ordered: Full refund minus a $150 project management fee
• After materials are ordered but before installation begins: Refund of labor costs only — materials costs are non-refundable
• After installation begins: No refund. You are responsible for all costs incurred to that point, including materials, labor, and any permits obtained
• Installation scheduling requires a minimum of 5 business days notice for cancellation to avoid a $250 crew cancellation fee

5. Rescheduling & Date Changes

We understand that event dates sometimes change. We will do our best to accommodate rescheduling requests subject to equipment availability.

• More than 14 days before your event: One free date change. Subsequent changes are subject to a $75 rescheduling fee.
• 7 – 14 days before your event: $150 rescheduling fee, subject to availability.
• Less than 7 days before your event: $250 rescheduling fee, subject to availability. If no suitable date is available, standard cancellation terms apply.
• Less than 48 hours before your event: Rescheduling is treated as a cancellation. No refund applies.

Rescheduled events must occur within 12 months of the original booking date. Credits do not carry over beyond 12 months.

6. Weather & Force Majeure

Weather

Our outdoor LED panels are IP65 rated and designed to operate in rain and most weather conditions. Weather alone is not grounds for a refund unless conditions create a genuine safety risk. ISANEX reserves the right to make the final determination on whether weather conditions are unsafe for operation.

If ISANEX determines weather conditions are unsafe and cancels or suspends the rental:

• You will receive a full credit toward a future booking (no cash refund for weather cancellations on the day of the event)
• If we are unable to deliver or set up due to weather before the event begins, you will receive a full refund minus the deposit

Force Majeure

Neither ISANEX nor the client will be held liable for failure to fulfill obligations due to events beyond reasonable control, including but not limited to: acts of God, natural disasters, government orders, public health emergencies, war, civil unrest, or venue closures outside either party's control. In such cases, ISANEX will offer a full credit valid for 24 months. Cash refunds for force majeure events are at ISANEX's sole discretion.

7. No-Show Policy

A "no-show" occurs when:

• Our crew arrives at the agreed venue and time and cannot access the location
• The client or their representative is not present and cannot be reached within 30 minutes of the agreed setup time
• Access is denied by venue staff or security

In no-show situations, no refund will be issued and you remain responsible for the full rental amount. Our crew will wait up to 30 minutes beyond the agreed setup start time before leaving. Additional wait time may be billed at $150/hour.

To avoid this, ensure your venue contact information is up to date in your booking and that a point of contact is available on the day of your event.

8. ISANEX-Initiated Cancellations

In the rare event that ISANEX must cancel your booking due to equipment failure, crew unavailability, or circumstances on our end, we will:

• Notify you as soon as possible — no less than 48 hours in advance where reasonably possible
• Issue a full refund of all amounts paid including the deposit
• Offer priority rebooking at the same rate for a future date
• Make every effort to source a comparable replacement from our network of partners at no additional cost to you

ISANEX's liability is limited to the refund of amounts paid. We are not responsible for consequential damages including but not limited to lost revenue, venue fees, or event costs arising from a cancellation on our part.

9. Refund Processing

• Approved refunds are processed within 5 – 10 business days of the cancellation being confirmed in writing by ISANEX
• Refunds are issued to the original payment method used at the time of booking
• Credit card refunds may take an additional 3 – 5 business days to appear depending on your bank
• Refunds will not be issued to a different payment method or third party
• ISANEX reserves the right to withhold refunds pending resolution of any outstanding disputes or damage claims

10. Damage & Equipment Policy

You are responsible for the ISANEX equipment from the time of delivery until the time of pickup.

• Damage caused by misuse, accidents, unauthorized modifications, or neglect will be billed to the client at full replacement cost
• A damage assessment will be performed during equipment breakdown. You will be notified of any damage within 48 hours of pickup
• Minor wear consistent with normal use is not chargeable
• Damage charges are separate from any rental or cancellation fees and may be billed after the event
• We strongly recommend event liability insurance for large events — ask us for recommendations

11. How to Cancel or Reschedule

All cancellation and rescheduling requests must be submitted in writing. Phone calls are not accepted as official cancellation notices.

Your cancellation is not confirmed until you receive a written confirmation email from ISANEX with your cancellation reference number and refund amount (if applicable). Please allow up to 1 business day for confirmation during peak season.